79. A 4-Part Framework for a Frictionless Experience w/ Anthony Coundouris

Customer experience shouldn’t be an afterthought. Unless you’ve intentionally built it into your organization’s core, you probably aren’t offering an especially frictionless customer experience. Wait, what’s so bad about friction?   In this episode, I interview Anthony Coundouris, the founder of run_frictionless and author of run_frictionless, about removing friction by aligning 4 quadrants in your business.   What we talked about:   - How to reduce friction by designing to and operating from the four quadrants   - Why you should ignore your competitors and focus on customer expiry   - How to attract and hire people based on shared beliefs   - Why 70% of buying decisions are based out of Q3 (Who We Are) and how to insulate yourself by inspiring irrational buying forces   - How to uncover wild inconsistencies between what sales leaders think they’re selling and what’s actually for sale   Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.